Casino Guru, are you serious? (page 2)

Ah, then it's not worth it because Jozef doesn't respond to anyone.

I told you he has 7 days to respond on each turn—2 - 2 day left.

Your judgment is, frankly, quite irrelevant. You just need to calm down and let the Team do their jobs.

But this deadline has already been extended several days in a row….

When you answer and wait for Jozef, he has 7 days to respond. Likewise, when the casino has to respond, it also has a week, and the same goes for you. If a party fails to reply, the timer is extended again by a week. 

If you feel that you don't understand how it works, you can read about it here.

Try to be patient, you are not the only one who has a complaint. 

Jozef has already responded 3 times just to extend the deadline

So he sees the necessity of doing so. Please accept that decision. We won't provide anything new here.

It's sad, now they've responded saying to speak directly to RoySpins, who won't answer me!!!

Dear Dezanove19,

We understand your desire for a prompt response to your posts, and we share that goal. However, it's not always possible to provide an immediate answer. Sometimes, it takes a week or two to establish communication with the casino and gather relevant data. We are all human, not robots. For instance, Jozef is currentlysick, yet he is committed to checking the complaints every day, just like the rest of us. (I am also sick too, but I am responding to you because we strive to offer the best assistance.) Despite our efforts, there are occasions when it takes time, and unfortunately, there's nothing we can do about it. Some cases can last for weeks, and when regulators are involved, the wait could extend to months, or you might be fortunate if they respond at all. It's important to consider that this service is provided free of charge. We kindly ask for your patience.

Sincerely, Matej

But why do they ask me to speak to RoySpins if they know they don't respond to me?

Is this the outcome of my complaint?

Will you keep them at the TOP?

I am also sick, psychologically affected by this whole situation.

and what do you do? A Casino that harmed me more than 6000 euros, did not resolve the complaint and still kept them at the top of casinos.

They ask me to speak to them when they know that they haven't responded to me for two months.

Good morning.

Based on the very complex and open response you got from Matej, I'm convinced there is little else I can add. By asking those questions over and over again you won't achieve anything.

Please wait for further progress, until your complaint reaches its final stage.

Maybe you should read all our responses once again.

I would like to know, why do they keep RoySpins at the top?

They still don't answer me!

What specifically would you like the casino to be lower on the safety index for ? Your complaint, as has been said many times, is still open and that doesn't mean that the casino hasn't solved anything. If they don't solve it and our team says it's not fair to you, then the casino gets black points and we can talk about some outcome and consequences. 

For the time being, we need to be patient.